Shipping & Delivery Policy

1. Order processing time

Orders are picked and packed at our facility in Reno, Nevada. Orders placed before 1:00 pm Pacific Time on a business day are normally packed the same day; anything after that cut-off is packed the next business day. Business days are Monday to Friday, excluding US federal holidays. We do not pack or dispatch on Saturdays, Sundays or holidays.

Payment has to clear before an order is released. If your card issuer flags the transaction or the billing details need checking, we will email you, and the processing clock starts once the order is confirmed. Volumes can rise during promotions, and in those periods packing may take an extra business day.

2. Shipping methods and carriers

We ship within the United States using standard ground and postal services. The carrier for a given parcel is chosen at dispatch based on the destination ZIP code and the size of the package, so we cannot promise a specific carrier in advance. Every parcel is despatched with tracking.

Bottles are packed in plain, unbranded outer packaging with padding around the dropper bottles. Nothing on the outside of the box names the product or describes its contents.

3. Delivery estimates for US orders

Once a parcel leaves us, typical transit time within the contiguous United States is 3 to 7 business days. Addresses in Alaska, Hawaii, Puerto Rico and other US territories, and rural or remote delivery routes, generally take longer — allow up to 10 business days.

These are estimates based on how our parcels usually travel, not guarantees. Transit time is in the hands of the carrier, and weather, holiday peaks and network delays all affect it. We do not offer guaranteed delivery dates and we cannot commit to delivery by a particular date on request.

4. Shipping costs

• 2-bottle package: flat $9.99 shipping to any US address.
• 3-bottle package: free US shipping.
• 6-bottle package: free US shipping.

The shipping charge, if any, is shown on the order summary at checkout before you pay, and again on your order confirmation email. There are no handling fees, insurance fees or fuel surcharges added on top. Prices on this site are in US dollars.

5. Tracking your order

You receive two emails from us: an order confirmation when payment is taken, and a dispatch email with the carrier name and tracking number when the parcel leaves our facility. Please check your spam and promotions folders if you do not see them.

Tracking information can take up to 24 hours after dispatch to become active on the carrier's website, and a newly created number that shows no scans yet is normal. If you have not received a dispatch email within 3 business days of ordering, email us and we will check the order.

6. Incorrect address or failed delivery

You are responsible for the delivery address you enter at checkout, including the apartment or suite number. Check it on your confirmation email and tell us straight away if something is wrong — while an order is still unshipped we can usually correct it; once it has been handed to the carrier we cannot.

If a parcel is returned to us as undeliverable because the address was wrong, incomplete or unattended, we will contact you and can either refund the product cost or reship to a corrected address. A reship after a failed delivery is charged at the standard $9.99 US shipping rate, whichever package you ordered.

7. Lost or delayed parcels

If tracking has shown no movement for 7 consecutive business days, or the parcel has not arrived within 14 business days of dispatch, contact us with your order number. We will open a trace with the carrier, which usually takes a further 5 to 8 business days to resolve.

Where a trace confirms the parcel is lost, we will reship your order at our cost or refund it in full, whichever you prefer. If tracking records the parcel as delivered but you cannot find it, please check with neighbours, building management and around the property first, then contact us within 7 days of the recorded delivery date so we can raise it with the carrier while their records are still open.

8. Parcels that arrive damaged

Inspect your parcel on arrival. If the outer box is crushed or wet, or a bottle inside is cracked or leaking, email info@naturalearproducts.com within 7 days of delivery with your order number and photographs of the outer packaging, the packing slip and the damaged bottles. Keep the packaging until we have replied, as the carrier may want to see it.

We will replace damaged bottles at our cost or refund them, at your choice. Do not use a bottle whose seal is broken or whose contents have leaked.

9. Split shipments

Occasionally a 6-bottle order is sent in two parcels, either because of stock timing or because of package weight limits on a route. When that happens you receive a separate tracking number for each parcel and the two may arrive on different days. You are never charged extra for a split shipment. If one parcel arrives and the second has not turned up within 5 business days of the first, let us know.

10. International shipping

At present we ship only to addresses within the United States and its territories. We cannot accept orders for delivery to Canada, the United Kingdom, Australia, the EU or anywhere else, and we cannot ship to freight forwarders or parcel-forwarding addresses. Orders placed for delivery outside the US will be cancelled and refunded in full.

We do not deliver to a PO Box on every route; if a carrier cannot serve the box we will contact you for a street address. We are happy to ship to APO, FPO and DPO addresses, though transit through the military mail system takes longer than the estimates in section 3.

11. Contact us

For anything to do with a shipment, write to Natural Ear Products Inc., 200 S Virginia St, Suite 800, Reno, NV 89501, USA, call +1-775-555-2345, or email info@naturalearproducts.com. Quote your order number and, if you have it, the tracking number, and we will look into it.